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Business Profile

Internet Marketing Services

Thane USA, Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Marketing Services.

Complaints

This profile includes complaints for Thane USA, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Thane USA, Inc has 10 locations, listed below.

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    Customer Complaints Summary

    • 171 total complaints in the last 3 years.
    • 47 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/19/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of transaction 06Mar for 281.84 order number ****************** Item sent was not what was ordered. Missing parts bend nuts no cabs for legs. I bought extra roller, bands and tension bars never got. I have sent 3 emails only response was send pictures which I did then no emails back.

      Business Response

      Date: 03/28/2025

      The customer placed the order on our website on 3/6/2025 for Ab Doer 360, 6-Pk Massage Roller along with Power Rods & Resistance Bands Kit.
      The order was delivered to the customer on Monday, March 10 at 10:38 A.M. through *** ******** *******************
      Our Customer Service Team is fully online, and we do not operate an Inbound Customer Service Phone Line. Our customers can reach us through our customer support portal at our website ************************** at any time for assistance. 
      The customer has an active account on our support portal through which we can be reached at any time for assistance.
      The customer reached out to us though helpdesk ticket ******** on Mar 19, 2025 and informed in the ticket about missing parts.
      Our customer service team responded and requested for some pictures to confirm the missing parts to replace them accordingly.
      However, the customer insisted to return the order so our team arranged a Return Label to pick the unit from customer's address as per *** ******** *******************
      The refund will be processed as soon as the customer lifts the chargeback that was filed with ****** and we receive it back at our warehouse.
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:03/14/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      BBB took a complaint over the phone. Below is the voice to text voicemail description

      Yes, my name is ***** ****** and my phone number is ************* And my complaint number is ********* and my complaint is I ordered this X-MOP from Thane and I do not like it because it's not cleaning like it's supposed to do and I want to return it and get a refund. And I've been calling and I've got no results from them about returning it, how to return it, where it's sent it. Hello? Get some hang up.

      Business Response

      Date: 03/21/2025

      The customer placed the order by phone on 3/1/2025 for MOP X5 - 3 Pays of $43.00 + $14.95 s&h.
      The order was delivered to the customer through *** ******** ****************** on Wednesday, March 05 at 11:36 A.M.
      Our Customer Service Team is fully online, and we do not operate an Inbound Customer Service Phone Line. Our customers can reach us through our customer support portal at our website ************************** at any time for assistance. 
      The customer has an active account on our support portal through which we can be reached at anytime.
      The customer reached out to us through our support portal helpdesk ticket ******** on Mar 10, 2025 and requested to return the order. Our customer service team responded to the customer through same ticket and provided Return Instructions and RMA Number ****** along with the Return Address.
      Return Ship to address:
      ***** ********
      **** ** ******** ****** ***** *** ***** ** *****
      Once the order has been received by our fulfillment department and the chargeback has been removed, the refund to the customer’s account will be initiated.
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:03/10/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      So, i bought this stupid thing thru facebook. They claimed that the package was delivered and tracked to my doorstep, and they even had a picture showing some boxes at my doorstep. Fyi, i buy stuff online ALL the time, so it could be anything at my door. Funny thing is that i didn't even realize it until like 5 or so days later that they had supposedly delivered the package. Tried to tell them that i did not get it and i don't care whether they had a video or pictures or delivery. Something like that shld have a delivery confirmation option where someone signs fr it, cz human beings can do the the unthinkable. I called my credit card to cancel their repeat order and claim my first installment of 50 something bucks, but i haven't still gotten it back. Plus it takes them 2 million years for them to respond to an email, and u can't even call cz they r too cheap to have a customer service center. Let me stick to "my" ****** even though they r a bit expensive on some things. I can't deal with such companies. I am still trying to get my credit card to reverse the first installment thane took from me.

      Business Response

      Date: 03/17/2025

      The customer placed the order on our website on 1/22/2025 for H2O Mop X5 Dual Blast.
      As per the *** track records for UPS Tracking Number ******************* proof of delivery picture and link provided by the carrier, the order was delivered to the customer on Tuesday, January 28 at 12:29 P.M. at the front door.
      All the order and shipment notifications were sent to customer's email address ****************** with updates.
      Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website ************************** at any time for assistance. 
      The customer reached out to us through helpdesk ticket ******** on Feb 09 to inform that she did not receive the package.
      Our customer service team further reached out to the carrier and our fulfillment center to investigate about the package and received a response from *** along with GPS proof that the order was delivered to the correct address at given time along with a photo.
      The same was informed to the customer through helpdesk ticket ******** also.
      Kind Regards,
      Thane USA Inc.

      Customer Answer

      Date: 03/22/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      Refund my initial payment they took. You cannot have a company that does not have customer service to call and apeak to cz they don't respond promptly to emails. Plus they shld have a delivery ticket for the customer to pick up package if no one is at home. If they have a gps. They shld track it where the package is currently cz it's clearly not with me.  


      Regards,

      ****** *******

      Business Response

      Date: 03/28/2025

      Our Customer Service Team is fully online, and we do not operate an Inbound Phone Line. Our customers can reach us through our customer support portal at our website https://****************** at any time for assistance. 
      The customer has an active account on our support portal through which we can be reached at any time for assistance.
      We are unable to process a reship or refund at this stage as customer has disputed the 1st installment payment charge with their bank.
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:03/05/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was on ******** and saw what they offered something called a steam mop at $36.00. I said yes I would take one and as soon as I said this they added more stuff to my order. I kept trying to cancel it and there is no way to cancel it on their website. My daughter sent them a message and they turned me over to collections. They charged me $69 and sent it the next day and I didn't have time to find out how to get a hold of them. I wanted to tell them that I didn't want it but there was no cancelling on their website. They just added more money to it and you were stuck. I would like for them to cancel the order, to send me a sticker to put on the box to send this stuff back to them and my money back.

      Business Response

      Date: 03/17/2025

      The customer placed the order by phone on 11/24/2024 for MOP X5 @ 3 Pay of $43.00 + $14.95 s&h.
      The order was delivered to the customer on Friday, November 29 at 12:19 P.M. through *** ******** *******************
      Our Customer Service Team is fully online, and we do not operate an Inbound Customer Service Phone Line. Our customers can reach us through our customer support portal at our website ************************** at any time for assistance. 
      We understand that our customers change their mind about the order and wish to cancel. Customers are directed to log into our customer service portal at ***************** to access their account and follow the steps to cancel the order. 
      It is important to note that in our efforts to get the customer's order delivered to them as quickly as possible, the customer may have as little as one hour or less from order placement to cancel the order. Our systems are automated to ensure the fastest order processing and shipment times possible and once an order has been processed and sent to fulfillment we are unable to cancel an order.
      The return period is now past 30 days, however in good faith of the company we will make an exception and accept the return at our warehouse. 
      Our customer service team reached out to the customer through phone and provided the return instructions over the phone along with an email also to ******************** * 
      The Return Authorization Number is *** * *******
      Return Ship to address:
      ***** ******** **** ** ******** ****** ***** *** ***** ** *****
      Once the order has been received by our fulfillment department, the refund to the customer’s account will be initiated.
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:01/24/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      PARTS MISSING IN SHIPMENT, I CAN NOT USE. I WANT TO RETURN COMPLETE SHIPMENT IN CONTAINER I RECEIVED IT IN.

      Business Response

      Date: 02/10/2025

      The customer placed the order through phone on 1/12/2025 for H2O Steam FX Pro.
      The order was delivered to the customer on Friday, January 17 at 2:25 P.M. through *** ******** ******************.
      The customer contacted us through helpdesk ticket ******** and our customer service team is in contact with the customer to resolve the issue.
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:01/21/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      1/21/25  staff took by phone from consumer.  H2Ox5 steam mop purchased Dec of 2024 and received shortly after.  Found order to be incorrect and she was overcharged.  She has made several attempts to try calling the company with no success, can't use the product and wants to return and be reimbursed.  Please send RGA number for the return.  

      Business Response

      Date: 01/31/2025

      The customer placed the order through phone on 12/7/2024 for H2O Mop X5 Dual Blast and Super Clean Kit along with a Priority Processing.
      The order was delivered to the customer on Wednesday, December 11 at 5:30 P.M. at Front Door through *** ******** ******************.
      Our Customer Service Team is fully online, and we do not operate an Inbound Customer Service Phone Line. Our customers can reach us through our customer support portal at our website ************************** at any time for assistance. 
      The customer has an active account on our support portal through which we can be reached at any time for assistance.
      The customer reached out to us through helpdesk ticket ******** on Dec 9, 2024 and requested to cancel the order. The customer was suggested to refuse the shipment on delivery as the shipment could not be cancelled at that stage.
      The customer did not refuse the shipment at that time and did not respond to us also through same ticket to update if she decided to keep or return the order.
      The return is past 30-Days as per the return policy, however we have provided the return instructions to customer through helpdesk ticket ******** in Good Faith of the Company and we will accept the return at this time.
      The RMA number is ******** We suggest to please include this RMA number along with the Order Number and Name on the return shipment.
      Return Address:
      ***** ********
      9565 N. Virginia Street
      Suite 100
      Reno, NV 89506
      Kind Regards,
      Thane USA Inc.

      Customer Answer

      Date: 02/10/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      Package mailed back on Feburary 10,2025. Cost $75.00 to send back.I would like to have my ship money back. Tracking number is:******************* **** closed on February 7,2025. Thanks!

      Sent from ** *** ***** *************************

      Regards,


      ***** *****

      Business Response

      Date: 02/14/2025

      As per the return tracking number provided, we have tracked the return shipment getting delivered to the warehouse.
      The refund has been initiated to customer's account today, less the Shipping and Handling Charge as per our Return Policy.  We allow 5-10 days for the refund to reflect in the bank account.
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:12/30/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      faulty equipment , no human accessibility. no refund procedure

      Business Response

      Date: 01/16/2025

      The customer placed the order by phone on 11/29/2024 for H2O Mop X5 Dual Blast and H2O Mop X5 Super Clean Kit.

      The order was delivered to the customer on Wednesday, December 04 at 4:15 P.M. through UPS Tracking ******************.

      Our Customer Service Team is fully online, and we do not operate an Inbound Customer Service Phone Line. Our customers can reach us through our customer support portal at our website ************************** at any time for assistance. 

      Our customer service team reached out to the customer through phone and inquired about the issue that the customer was facing with her mop. The customer informed our team that the mop was not working properly.

      Our team processed a replacement order for Main Body of the mop free of charge in good faith of the company and informed the same to the customer over the phone.

      The replacement order was processed on 1/13/2025 and will be delivered to the customer on Thursday, January 23 by 7:00 P.M. through UPS Tracking *******************

      Kind Regards,

      Thane USA Inc.

    • Initial Complaint

      Date:12/18/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered A H2O 5x mop on 10/29 and Still have not received it. I have sent messages with no response either send me my order or give me my money back.It has been over 7 weeks now. obviously your company is out to scam People, Thanks for nothing… I am ******  off. I paid good money for your product and you are ripping people off I want my order or I want my money back I look forward to your prompt response on this matter. Sue howard Registered email address *********************** Order number ****************** Tracking ******************* **** ******* **** ****** ***** **** ******* **** ***** *****  Resolver Case Reference: ***********

      Business Response

      Date: 01/02/2025

      The customer placed the order online on 10/29/2024 for H2O Mop X5 Deluxe Elite System. 
      The order was shipped through UPS Tracking ****************** however the delivery update is not available on the carrier website.
      Our Customer Service Team is fully online, and we do not operate an Inbound Customer Service Phone Line. Our customers can reach us through our customer support portal at our website ************************** at any time for assistance. 
      We are not in receipt of any helpdesk ticket from the customer as the customer has an active account on our support portal.
      In Good Faith of the Company, we are considering the shipment as lost in transit and the complete refund has been processed to customer's account. We allow 5-10 days for it to reflect in the bank account.
      Kind Regards,
      Thane USA Inc.

      Customer Answer

      Date: 01/03/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      *** ******

    • Initial Complaint

      Date:12/04/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered a Thane mop 5 on August 9. Worked fine for about 2 months. It gradually lost steam pressure. Now it doesn't put out any stem at all. By email, they were supposed to contact me within 2 days and send me the return information for another part that puts out the steam. That was Saturday. I can't get a response via email and there is no phone number to call.

      Business Response

      Date: 12/19/2024

      The customer placed the order on 8/9/2024 for H2O Mop X5 Deluxe Elite System and Extended Warranty.
      Our Customer Service Team is fully online, and we do not operate an Inbound Customer Service Phone Line. Our customers can reach us through our customer support portal at our website ************************** at any time for assistance. 
      The customer has an active account through which we can be reached at any time for assistance.
      The customer reached out to us through a helpdesk ticket ******** on Nov 27 and informed us about the issue she was facing with the mop.
      Our team processed a replacement order ****** for the Main Body on 12/4/2024. The replacement order was shipped through UPS tracking ****************** and delivered to the customer on Wednesday, December 11 at 3:59 P.M.
      Kind Regards,
      Thane USA Inc.

    • Initial Complaint

      Date:11/26/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      see attached

      Business Response

      Date: 11/27/2024

      The customer placed the order by phone on 9/12/2024 for Ab Doer 360 Pro unit only.
      The order was delivered to the customer on Tuesday, September 17 at 2:48 P.M. at Other through UPS Tracking ******************.
      We reached out to the customer through helpdesk ticket ******** on Nov 27, 2024 and have requested for some pictures to assist the customer the best way possible.
      We would suggest the customer to respond to us through the helpdesk ticket.
      Kind Regards,
      Thane USA Inc.

    Thane USA, Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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